Client needs for coherent information, advice and guidance services ...

adviser or service, after at least an initial exploration of the needs presented.
However, the distinction is blurred.
613 There is also a distinction to be drawn between internal and external signposting and
referral. Internal refers to other advisers or different services within the same
organisation, whilst external involves interaction with a different organisation
(whether for further IAG, for support with other issues, or for learning or training
provision).
Signposting
614 Signposting to internal services is often an important role of receptionists in onestop-shops
or other drop-in centres, and of student services front-line staff in
colleges.
615 Few advisers explain the full range of service options to a client internally; most
signpost only for a specific service (e.g. CV preparation). They take the view that it is
more appropriate to give this information as it becomes relevant, than to ‘bombard’
the client with too much information, much of which may not be relevant.
616 Signposting between providers occurs most often when an enquiry is made by an
individual who does not meet the eligibility criteria of the provider they have
approached. Connexions frequently signpost adults over 19 to other local providers,
for example; similarly, Jobcentres signpost young people requiring careers guidance
to Connexions and may also signpost adults who are not eligible for benefits to other
local IAG providers, although the latter appears to be less common.
617 Leaflets about other provision are often made available. This is generally viewed as
part of the ‘information giving’ process, rather than as signposting per se. A small
number of advisers reported signposting clients to telephone services such as
learndirect. However, this was not common and learndirect was more often a
resource used by advisers, as part of researching information for clients.
Referral patterns
618 Amongst specialist IAG services, referral to other IAG specialists was not that
common. Standalone providers often had a broad spectrum of services available
and advisers saw little point in suggesting an equivalent service from another
provider (other than where it was more convenient, if travel was an issue). Indeed,
many felt a responsibility to meet as many of their client’s needs as possible, since
onward referral was unlikely to be well-received and might interrupt the continuity
of service. The most common referrals were for specific services (e.g. psychometric
testing or access to software such as Adult Directions), not offered by the first
provider.
619 Training providers and Jobcentre advisers were more likely 24 to refer clients to
specialist IAG services. This was because the former providers did not perceive their
main role to be the delivery of in-depth IAG.
620 Referrals were also more likely to take place to or from providers in the wider
network of the IAGP, than between IAG specialists. For example, many providers
reported referring clients to organisations such as volunteer bureaux, community
centres and refugee councils, many of whom were listed in the network directory
produced by the IAGP. However, referrals of this type were more commonly made in
relation to implementing a plan of action, than in response to an on-going need for
IAG on learning and work.
24 i.e. more likely than other specialist IAG providers
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